Digital summit denver creating customer experience design
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The document outlines five benchmarks for effective customer experience design, emphasizing the importance of consistency, observation, storytelling, expectation management, and decision-making. It discusses the challenges faced in implementing these benchmarks, such as responsive design issues, trust from clients, and the need for more content. Ultimately, it highlights the essential role of user experience in driving conversions.
Digital summit denver creating customer experience design
- 1. Creating Customer Experience Design @codyl // modeeffect.com // #dsd14
- 2. Cody Landefeld Managing Director at Mode Effect ! 12+ YEARS IN DESIGN/WEB @codyl // modeeffect.com // #dsd14
- 3. User Experience is not just for design. It’s for customers. @codyl // modeeffect.com // #dsd14
- 4. 5 Benchmarks for effective Customer Experience Design @codyl // modeeffect.com // #dsd14
- 5. 1. Consistency User-friendly interfaces with style and appearance. Define a set of standards for product and service “consistency.” @codyl // modeeffect.com // #dsd14
- 6. Challenges • Responsive / Adaptive Design (Defining the right approach depending on data/content) • Following aesthetic trends (flat design marks challenges on conversion elements) @codyl // modeeffect.com // #dsd14
- 7. 2. Observation Frame the experience design in context with of your customers’ actual goals. Asking what they want isn’t always helpful. @codyl // modeeffect.com // #dsd14
- 8. Challenges • Scope is too small for actual/effective testing. • Client is unwilling to trust us to provide the right approach. @codyl // modeeffect.com // #dsd14
- 9. 3. Storytelling Create better imageries, emotions, and understanding through sharing of stories with your customer communities. @codyl // modeeffect.com // #dsd14
- 10. Challenges • Relating user experience guidance with stories. • Content. NEED more content! @codyl // modeeffect.com // #dsd14
- 11. 3. Expectation Effect Expectations affect perceptions and behavior. Expectation management should be a key component of the design process. @codyl // modeeffect.com // #dsd14
- 12. Challenges • Developing clearer goals for users. • Spending more time to create more guided paths in the User Experience process. @codyl // modeeffect.com // #dsd14
- 13. 4. Exposure Effect Find the best stimuli to repeatedly present. The strongest types of stimuli to consider are photos and meaningful phrases. @codyl // modeeffect.com // #dsd14
- 14. Challenges • Defining the scope and content your customer needs. • AGAIN! Content. NEED more content! @codyl // modeeffect.com // #dsd14
- 15. 5. Hick’s Law The time required for a customer to make a decision is a direct function of the number of available choices. @codyl // modeeffect.com // #dsd14
- 16. What did we learn? 1. 5 Benchmarks for Customer Experience Design. 2. Challenges we face when working with clients. 3. User Experience is essential to conversion. ! @codyl // modeeffect.com // #dsd14
- 17. What are we missing? @codyl // modeeffect.com // #dsd14
- 18. A few resources… • Why User Experience Cannot Be Designed • Empathy Requires Experience @codyl // modeeffect.com // #dsd14
- 19. Thanks. ! Visit modeeffect.com for articles and good UX stuff. @codyl // modeeffect.com // #dsd14